Remote Customer Care & Support Specialist

Chamberlain Group; United States; On-site; USD 31,684 - 52,348; Full time

Job summary

Chamberlain Group is seeking a Customer Care Specialist in the United States to provide daily support for myQ subscriptions and use Salesforce to manage cases within SLAs.

You will collaborate with Sales Support, Customer Success, Outside Sales, and Product Managers to resolve issues, analyze trends, and contribute to continuous improvement while maintaining confidentiality and professional standards.

Qualifications

• 2+ years of Customer Care or Customer Service experience.
• Salesforce Service Cloud experience required.
• Strong verbal and written communication; proficient with Microsoft Office.
• Preferred: experience in myQ Community Support and Zuora.

Responsibilities

• Provide ongoing, daily support to external and internal customers on myQ subscription services.
• Utilize Salesforce to initiate and process customer cases to resolve issues within our service level guidelines.
• Identify issue trends and escalate further resolution.
• Provide live SME support to Customer Care Representatives on myQ‑Community invoicing & account inquiries.
• Track and analyze SME support questions and issues by Customer Care Representatives and Customer type; identify areas for improvement and continued education.
• Resolve escalated customer complaints from Customer Care Representatives, Customer Success Manager, Outside Sales team, and Product Managers.
• Escalate billing issues and support any troubleshooting/testing required to resolve.
• Follow‑up with customers regarding the status of their open issues and credit information as needed.
• Maintain inbox workflow and respond to customers within desired service levels.

Skills

2+ years Customer Care or Customer 서비스

Project management

Analytical skills

Verbal and written communication

Microsoft Office proficiency

Education

High School Diploma or GED Equivalent

Tools

Salesforce Service Cloud

Zuora

Microsoft Office Suite

Job description

Chamberlain Group is seeking a Customer Care Specialist in the United States to provide daily support for myQ subscriptions and use Salesforce to manage cases within SLAs.

You will collaborate with Sales Support, Customer Success, Outside Sales, and Product Managers to resolve issues, analyze trends, and contribute to continuous improvement while maintaining confidentiality and professional standards.